Landline not working

[Lizzie-S]

My landline is not working…no dial tone.. it’s not the telephone as I have just tried a new one.. internet working fine. People phoning me get ‘line busy’. 

[Michelle-TalkTalk]

Hi @johncowie48! 

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[johncowie48!]

landline not working. note on screen reads "out of range" or "line busy". 

[Debbie-TalkTalk]

Morning @Lizzie-S 

Ah great, thanks for letting me know 🙂

Did the line start working again on it's own or did Openreach get back in contact?

[Lizzie-S]

Yes I did, thanks

[Debbie-TalkTalk]

Hi @Lizzie-S 

Apologies for the delay.

Did you speak to our Faults Team to cancel the engineer visit?

[ferguson]

The cut off time for cancelling or rearranging your appointment is 12 noon the day before your appointment. If you have a Monday booking, you'll need to amend it by 12 noon on Saturday. So if the support team do not reply today you will need to make sure you do it yourself. I know there is an option in My Account > View Progress > Appointment summary to rearrange, not sure about cancelling. If you can do it there then great, if not you will need to contact customer services directly.

[ferguson]

The cut off time for cancelling or rearranging your appointment is 12 noon the day before your appointment. If you have a Monday booking, you'll need to amend it by 12 noon on Saturday. So if the support team do not reply today you will need to make sure you do it yourself. I know there is an option in My Account > View Progress > Appointment summary to rearrange, not sure about cancelling. If you can do it there then great, if not you will need to contact customer services directly.

[Lizzie-S]

It looks like the problem is now resolved.. I had a phone message (yes, now working) saying that the fault had been rectified, which as it was obviously a fault on the line, presumably I will not be billed for… ? 
so can I cancel the engineer for Monday … many thanks 

[Debbie-TalkTalk]

Hi Lizzie-S

You're welcome and I'm really sorry again that the engineer this morning wasn't able to fully resolve this fault.

[Debbie-TalkTalk]

Hi @Lizzie-S 

It will be another Openreach engineer coming back on Monday 15/07. It could be the same engineer from this morning, it just depends who is assigned to this fault/job.

[Lizzie-S]

Thanks for your help..

[Lizzie-S]

Yes please do this.. does this mean the engineer this morning will not be back and instead open reach will come Monday 15 th?

[Debbie-TalkTalk]

Just to add, I'm really sorry I can't get the engineer from this morning to re attend, it will only let us rebook a new appointment.

[Debbie-TalkTalk]

Hi @Lizzie-S 

I have also received the same message from Openreach, the first available appointment it will let me book is for 15/07 AM (8am - 1pm) I've booked this for now.

I'm sorry for the delay, will this date and time be ok?

[Lizzie-S]

Just had an email telling me to book an outreach engineer.. do I do this or wait for the engineer who came this morning to come back ?

[Debbie-TalkTalk]

Hi @Lizzie-S .

I can't relog this fault or run more line tests until the engineer closes this fault as resolved.

I will post back here as soon as I have further information.

[Lizzie-S]

No he left for his next appointment thinking it was solved.. and for a few seconds before he left it was working ok.. now not.. so he’s not still working on it..

[Debbie-TalkTalk]

Hi @Lizzie-S 

I've just checked and the engineer hasn't closed the fault yet so they may still be working on this.

I will check this again in 1 hour and post back here.

[Lizzie-S]

No..

[Debbie-TalkTalk]

Hi @Lizzie-S 

Did the engineer provide you with a contact number?

[Lizzie-S]

The engineer has just left… he thought he had fixed the problem.. all working when he left, then just gone to use the phone and landline not working again… he said he was working closely today, so any chance of him coming back ?